Bilingual Call Center Representative

Position Title: Bilingual Call Center Representative

Status: Temporary through mid-September. Possible Permanent.

Location: On-site, Greenpoint, Brooklyn 11222

Hours: Mon - Fri, 10:00 am - 6:30 pm

Pay: $22/hr

Screening process:

Candidates will take assessment tests.

• Reading Comprehension (ability to follow written procedures and operational guidelines)
• Grammar & Written Communication (accuracy in logging notes and message documentation)

Candidates must pass a background check, a medical clearance, and a drug screening.

Training: All selected candidates will spend their first 3 to 4 weeks training together

Job Summary:
We are seeking a dedicated and enthusiastic Bilingual Call Center Representative to join our customer service team. This role is essential in providing exceptional service to our Spanish-speaking customers. The ideal candidate will possess strong communication skills, a passion for helping others, and the ability to handle customer inquiries effectively. Must have a background in customer service, ideally experienced in managing high-volume phone calls and resolving conflicts efficiently.

Candidates should be fully aware that this is a bus transportation company located at an active transit depot. The environment is highly dynamic, busy, and operational.

Under the supervision of the Customer Service Manager, the Call Center Representative is primarily responsible for inbound and outbound calls surrounding student transportation operations. Representatives of the Call Center team answer and address incoming calls from community members with a range of questions and concerns. Will provide generalized feedback, provide comprehensive information, check bus locations, take notes, and record discrepancies.

Essential functions

• Responsible for thorough records and rapid response time. Will often troubleshoot issues by providing callers with information from Customer Service.
• Utilize technology systems via phone and email.
• Answers incoming phone calls from parents, guardians, school officials and their staff, community members, or others as needed; responds to received inquiries, concerns, or complaints in a timely and appropriate manner.
• Responsible for email communication in the same fashion as phone services; provides callers or emailed inquiries with a rapid response with detailed information and guidance.
• Research required information using available resources, including technology capability, Customer Service Representatives, Field Supervisors, Routers, or others as needed.
• Thoroughly listens to callers' inquiries and provides information in a professional and sincere tone and direction.
• Enters caller information and call details into the incident management tracking system; may be required to provide call logs as needed; records comments, inquiries, complaints, and actions taken.
• Identifies escalating priority issues and reports situations to leadership as soon as possible.
• Re-routes inbound calls to the appropriate resources, as needed; keep an updated organization call list and chain of command.
• Follows up on complicated customer calls where required.
• Completes call notes and call reports as necessary; updates as needed.
• Obtains and evaluates all relevant data to handle complaints and inquiries.
• Ensures full comprehension of GPS bus tracking software and other available tools in order to provide accurate and up-to-date information to callers.
• Manage the administration of the first step by getting information to whom it needs to go; communicates and coordinates within internal functions, including routing and financial departments.
• Responsible for completing all necessary training, including de-escalation and customer service techniques.
• Perform other duties as assigned and directed.

Required Qualifications

• 1 year of experience as a Call Center Representative for a large organization and/or 1 year of demonstrated experience in a general customer service role may suffice for the right candidate.
• Hold a High School Diploma or equivalent.
• Established experience in complaint resolution and incident management.
• Proven ability to improve procedures and operations.
• Experience with data collection and sorting.
• Experience with customer outreach methods.
• Strong written and verbal communication skills, including bilingual fluency and multilingual speaking and writing, are seen as a plus.
• Demonstrate ability to work a flexible schedule.
• Multilingual speaking and writing skills are a plus.
• Bilingual fluency, computer literacy, and the ability to multitask (typing and navigating systems while speaking with callers).

Benefits:
We offer eligible employees competitive pay and access to a range of benefits and support programs based on assignment type, schedule, length of employment, and eligibility requirements, including medical, dental, vision, prescription coverage, short-term disability, 401(k), employee assistance, childcare assistance, discounts, paid holidays, and longevity bonuses. Depending on the benefit, cost may be paid by the Company, the employee, or shared between both.

EOE:
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex, sexual orientation, gender (including gender identity and expression), marital or familial status, age, physical or mental disability, perceived disability, citizenship status, service in the uniformed services, genetic information, height, weight, or any other characteristic protected under applicable federal, state, or local law. Applications from members of minority groups and women are encouraged.